CX Specialist

📋 Description

• Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic
• Exercise sound judgment on ticket routing; knowing when to resolve independently and when to
• Own your queue: manage ticket volume against SLA targets without sacrificing response quality.
• Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and
• Maintain a strong working knowledge of Harvey's core product features to provide clear and
• Follow established playbooks and macros with precision; flag gaps or inconsistencies so the team

🎯 Requirements

• 2 years of professional experience in customer support at a SaaS company in the technology industry.
• Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI
• Strong written communication skills; clear, professional, and appropriately calibrated to the
• Comfort working in a fast-paced, high-growth environment with competing priorities and limited
• High process consistency: you follow established workflows reliably and flag when something doesn't
• Excellent organisational skills and attention to detail, including disciplined ticket hygiene.

🎁 Benefits

• Equity compensation
• Salary range: $68,000 - $102,000 USD